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1-800 QUIT NOW Take Back and Transfer (TNT) Feature Refresher

Tuesday, January 7, 2014Posted by: Natalia Gromov

NAQC has received a number of questions about how to correctly
route callers to their state of residence that have reached the incorrect
quitline due to their cell phone area code. We would like to provide you with a
refresher on a 1-800
QUIT NOW TAKE BACK AND TRANSFER (TNT) feature. Making use of
this feature and ensuring that your staff is aware of how to transfer a caller
to another state or province is important and allows us to ensure that
residents in a particular state/province are being served by that
state’s/province’s provider.

Below are instructions on the TNT feature provided by NCI, as well as
descriptions of different scenarios that may happen when transferring a caller.
To find a PDF copy of the protocol, please click here.

Also, please make sure to list your local toll free numbers under your quitline
map profile. If you have any questions on the TNT feature
or how to make changes to your map profile, please contact Natalia Gromov at naqc@naquitline.org.

1-800-QUIT NOW Take Back and Transfer (TNT)
Instructions

A state quitline that receives a call from 800-QUIT-NOW and wants to transfer
the call to another state’s quitline should do the following:

1.
Dial *8 (at this point the caller is placed on hold and will hear
music until the transfer is complete).

2.
Enter the 2 digit code for the state they would like to transfer
the call to. Please find the 2 digit codes here.

3.
Once the other state answers and the call is introduced the
transferring IS hangs up and the transfer is complete.

Different Scenarios That
May Happen While Transferring a Call:

If 2 digit code is not
found:
If the transferring agent is present and enters in an incorrect code. The agent
will hear a message "Your entry is invalid. Please try again”

If transferring agent enters in an incorrect code a 2nd time they
will hear the same message. "Your entry is invalid. Please try again”

After the 3rd time an incorrect code is entered the transferring
agent will hear a message "You're being reconnected to the caller."
And be reconnected to the caller.

If the agent hung up at any time through this process the caller will hear a
message "Your call cannot be complete at this time. Please try your call
again later." And call will end.

Less than 2 digits entered:
If transferring agent is present and enters in less than 2 digits. The agent
will hear a message "You did not enter enough digits. Please try
again."

If transferring agent enters in less than 2 digits a 2nd time they
will hear the same message. "You did not enter enough digits. Please try
again."

After the 3rd time less than 2 digits are entered the transferring
agent will hear a message "You're being reconnected to the caller."
And be reconnected to the caller.

If the agent hung up at any time through this process the caller will hear a
message "Your call cannot be complete at this time. Please try your call
again later." And call will end.

If all lines/trunks
busy:
If the transferring agent is present and the office they are transferring the
call to is busy, transferring agent will hear a message "We're sorry. The
line is busy." And be reconnected to the caller.

If the transferring agent hangs up before introducing the caller, caller will
hear a message "Your call cannot be complete at this time. Please try your
call again later." And call will end.

No answering:
If the transferring agent is present and the office transferring the call to do
not answer in 6 rings the transferring agent will hear a message "were sorry.
There’s no answer.” And be reconnected to the caller.

If the transferring agent hangs up before introducing the caller, caller will
hear a message "Your call cannot be complete at this time. Please try your
call again later." And call will end.